The Resilient Household: Rethinking Customer Support, Affordability, and Payment Stability
As economic pressures increase and utility bills rise, utilities are re-examining how they support vulnerable customers while maintaining financial stability. Traditional assistance programs—such as static discounts or crisis-driven interventions—are increasingly giving way to more dynamic approaches that encourage long-term payment stability and stronger customer relationships. This session will explore how utilities are redesigning customer affordability programs through data-driven insights, flexible payment arrangements, and new approaches to arrearage management.
Panelists will discuss emerging models such as percentage-of-income payment plans, behavioral payment programs, and strategies for identifying energy burden using customer data and analytics. Participants will also examine the evolving role of billing and payment platforms in supporting these programs and the opportunities for utilities to better align credit policies, customer engagement, and financial assistance programs.
Attendees will leave with practical insights into how utilities can support financially stressed customers while improving payment consistency, reducing arrearages, and strengthening the long-term sustainability of customer programs.
Moderated by: I.S. Dunklin, CEO, Chartwell Inc.
I.S. Dunklin is the Chief Executive Officer of Chartwell, Inc., a leading provider of insights and best practices to the North American utility industry. He became CEO in May 2024.
I.S. brings approximately 15 years of experience, including management consulting, finance leadership, and applied research across customer transformation, telecommunications, and energy delivery. Prior to becoming CEO, he served as Director of Revenue, where he expanded Chartwell’s value‑enhancing offerings and deepened strategic relationships with utility executives.
He joined Chartwell in 2020 as Director of Data Analytics and Research after working at Ericsson, Inc. Through his work, he has been recognized for defining key performance metrics for successful utility operations and helping utilities align people, process, and technology to improve outcomes for customers and communities.
I.S. leads Chartwell’s research, benchmarking, leadership councils, conferences, and data products, with a focus on supporting utilities during a period of significant industry growth, digitalization, and grid transformation.
Panelists: To Be Announced
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